电话面试案例分析: 上个月,我向一家汽车销售服务公司投了简历,应聘职位是客户服务代表。对方问了

如果A来公司应聘服务代表，B向A问办公室地址，A的哪种回答体现了很强的服务导向？（)

A."不知道"

B."我不清楚，你去问问别人吧"

C."对不起，我是来面试的，我也不知道。"

D."对不起，我不知道，我是来面试的，要不我去帮你问问吧"

案例二 10 月 11 日,有位女顾客正在低头抄商品的价格（）,这时正好被一名防损员看见,当时这位防损员二话不说,马上冲上去撕掉了顾客手中的纸条。顾客当时被搞得很尴尬,对这位防损员的粗暴行为非常愤怒,但这位防损员却丝毫没有意识到自己的处理方式有什么不妥,仍理所当然地大声说:“我们商场不允许随便抄商品的价格,我看到你在抄,当然要撕掉”。这位女顾客说:“因为我买的东西很多,想比较一下两家超市的价格,所以 ......” 案例三 8 月 1 日,百货科在盘点后,发现缺失十件女士羽绒服,四件毛衣,共价值 2000 元人民币,在调看两次盘点期间的监控录像后,怀疑是某一员工所为。请明确员工行为的性质、叙述处理过程及结果。 案例四 3 月 11 日上午 8 : 20 左右,某超市仓库发生大火。作为防损员的你正在百货区巡视,浓烟从仓库传来,顾客乱成了一团,其中一个童车被撞翻,里面的婴儿大哭,母亲被冲散在人群中,你如何处理? 案例五 10 月 11 日早 9 点,在卖场巡视的便衣发现某顾客东张西望,在看到无人观察时往衣服口袋中藏匿护肤品,作为便衣,您会如何处理此事 , 请叙述处理流程。 案例六 10.1 晚某超市人流量很大,作为在收银线巡岗的防损员,突然收到 10 分钟后停电的通知,请问你如何处理?

内客房服务中心。 客人在电话中讲: “请在明晨六时叫醒我,我要赶乘八时起飞的班机离开本城。”服务中心的值班员当晚将所有要求叫醒的客人名单及房号（）:“谢谢。” 谁知周先生回答以后,马上又睡着了。等他醒来时已是六点五十五分了。等赶到机场,飞机已起飞了,只好折回饭店等待下班飞机再走。 客人事后向饭店大堂值班经理提出飞机退票费及等待下班飞机期间的误餐费的承担问题。值班经理了解情况之后,向周先生解释说: “您今天误机的事,我们同样感到遗憾,不过接线员已按您的要求履行了叫醒服务的职责,这事就很难办了!” 客人周先生并不否认自己接到过叫醒服务的电话,但仍旧提出意见说: “你们饭店在是否弥补我的损失这一点上,可以再商量,但你们的叫醒服务大有改进的必要!” 请运用所学的前厅与客房管理知识分析案例,并问答用什么样的方法可以减少叫醒服务不周?

在房间门口东瞧瞧西望望。细心地亚萍马上意识到客人在找服务员,她立即过去有礼貌地向客人问好:“下午好,先生!您有什么事需要我帮忙吗?”客人这时开口:“你们酒店是怎么搞的,天气这么冷,连空调都没开,是不是空调坏了?”客人满口怨气对着亚萍。“我可以进房间检查一下吗?”亚萍面带微笑地说。“嗯。”经得客人同意,亚萍随客人进了房间,看到空调的开关到“OFF”状态,连忙对客人说:“对不起,先生。未能详尽介绍房间内设备的使用方法是我们工作未做好,请您原谅。”边说着边打开空调至“1”档。这时徐徐暖风飘出来。客人感觉游客暖气,炼说谢谢! 问题:（）我们从中得到什么启发?

A．One of the simplest and most important is through a positive feedback loop, where a master transcription regulator activates transcription of its own gene,in addition to that of other cell-typespecific genes. Each time a cell divides, the regulator is distributed to both daughter cells, where it continues to stimulate the positive feedback loop.?The continued stimulation ensures that the regulator will continue to be produced in subsequent cell generations.?Positive feedback is crucial for establishing the “self-sustaining” circuits of gene expression that allow a cell to commit to a particular fate—and then to transmit that decision to its progeny.

B．Although positive feedback loops are probably the most prevalent way of ensuring that daughter cells remember what kind of cells they are meant to be,there are other ways of reinforcing cell identity. One involves the methylation of DNA．In vertebrate cells, DNA methylation occurs on certain cytosine bases. This covalent modification generally turns off the affected genes by attracting proteins that bind to methylated cytosines and block gene transcription. DNA methylation patterns are passed on to progeny cells by the action of an enzyme that copies the methylation pattern on the parent DNA strand to the daughter DNA strand as it is synthesizeD

C．Another mechanism for inheriting gene expression patterns involves the modification of histones. When a cell replicates its DNA,each daughter double helix receives half of its parent’s histone proteins, which contain the covalent modifications that were present on the parent chromosom

E．Enzymes responsible for these modifications may bind to the parental histones and confer the same modifications to the new histones nearby. It has been proposed that this cycle of modification helps reestablish. the pattern of chromatin structure found in the parent chromosome

D．Because all of these cell-memory mechanisms transmit patterns of gene expression from parent to daughter cell without altering the actual nucleotide sequence of the DNA,they are considered to be forms of epigenetic inheritanc

E．These mechanisms, which work together, play an important part in maintaining patterns of gene expression, allowing transient signals from the environment to be remembered by our cells—a fact that has important implications for understanding how cells operate and how they malfunction in diseas

E．